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1.4 38 Reviews

MasterCare Complaints Summary

4 Resolved
34 Unresolved
Our verdict: With MasterCare's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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MasterCare reviews & complaints 38

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12:55 am EST
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MasterCare cancellation bc300715ab0159

Good day
I have cancelled my policy on the 31st of October yet Master care still deducted a premium this month stating that I did not give them 30 days!

First they said I can't cancel if I had service in the last 6 months - last service was in February 2017 then they changed their story to the 30 days.

Today 29/11/2017 they took December premium and the lady I spoke to (very rude lady) told me to forget about the 31st of October as the policy was cancelled on the 7th of November thus I am liable...

How can I forget about the 31st of October if that is the day I emailed them...

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8:00 am EDT
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MasterCare service and not answering emails and hang up on phone calls

Acc no 0028869
We requested that this account must be closed for we did not receive any service with our last claim. therefore we asked for the debit order to be stopped.
The d/o was stopped for 3 months and then it was deducted again. We phoned and inquired the d/o. They said we were in arrears. We explained that we requested the cancellation of the policy. We did send an e-mail to niselle but with no reply and still the d/o is been deducted.
There went another d/o of this month and I feel it is very unprofessional of the company to take advantage of pensioners lilke this.

We request that this order is cancelled as of from today 18 September 2017 and if another d/o is deducted, we have no choice but to consult an attorney.

Regards.

C. Hatting

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2:42 am EDT
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MasterCare washing machine repairs

Can you please assist me I was reporting my washing machine on the 17 July re no CAR5038188.
And I asked them if they can come on a Saturday because there is nobody at home in the week time.
Ever since nobody call me or come out to repair my washing machine.
As you know washing is a very important equipment in one's house.
This is very urgent.
Thank you regards JJ Vosloo
Adres: Kwartelcresent no4
Rooihuiskraal
Centurion
Celno: [protected]

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7:17 am EDT

MasterCare contract cancellation

Good Day

My name is Mr Moodley and I have a repair contract with master care (early bird). I have spoken to Nishelle on cancellation off my contract and I was told to wait for six months for cancellation to take place. I also sent her an email and got no response till date. I don't see why I have to ait for six months for cancellation when they don't even have parts / spares to fix my appliances. This means I am paying for nothing. I would like them them to derminate my contract with them with immediate effect. I can be contacted through email.

Disappointed Pensioner

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7:29 am EDT
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MasterCare debit orders still going off my account after I have cancelled my contract a while back

Good Day Sir / Madam
Policy Number: MJ5602

I took out a contract with Mastercare and at that time it was mentioned all calls are recorded, The contract I took out was for my household appliances and my account was debited on a monthly basis.I logged in a call on the 24th of August 2015 for a repair on my washing machine, ref number [protected], I spoke to a lady by the name of Thembi, when the technician came out he said my washing machine can not be repaired.When the technician left I decided to take a look at the machine myself. The setting was out and I resetted it and the machine was working again. I called in and spoke to Thembi, asking her to cancel my contract with immediate effect as I was disappointed with their service, Thembi said she will ask Michelle to cancel the contract immediately, After speaking to Thembi the debit orders are going off every month and the contract has not been cancelled.
Please can mastercare get the recordings which I asked Thembi to cancel my contract and to please refund all the debit orders which went off my
bank account.
I only took note of this debit order for the past 3 to 4 months which I thought was cancelled a long time ago.
I tried calling Mastercare on the number [protected] and to no avail they would answer their phone, after a few days i managed to get hold of someone and asked for their phone number and email address to see if there was any change. They said thats the only phone number but was out of order which i think was just an excuse.I sent Nishlle an email on the 5th June 2017 to again cancel my contract with mastercare and she replied that i need to pay the monies that i am in arrears which does not make any sense as i was told on the phone when taking out the contract that if i fail to pay an instalment the contract would automaically be terminated and i mentioned above to Thembi to cancel the contract in August 2015.
After all this the debit orders are still going off my bank account which i am reversing.Please kindly assist me this this problem.
Thanking you
Kind regards
Farouk J
mobile no. [protected]

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1:26 am EDT
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MasterCare equipment damaged

Morning, emails was send I have been phoning and still no feedback to when my equipment is going to be fixed. I logged a call 27 Feb 2017 CAR/35739/706 my dishwasher was leaking and not working they came and the same day it was leaking more and still not working according. I phoned and email was send again to Nishelle and Denisha and Doreen and all they say is they will call me, well it's not 13 March 2017 and still no one phoned or came out to fix. I also logged a call the same day 27 Feb CAR/35735/77 for my lap top and also was emails was send to Nishelle, Denisha and was told again they will call me well its 13 March and still no one phone. I feel your service is pathetic and I will log or send an email on HelloPeter.

Regards Magriet Meyer
[protected]

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12:45 am EST
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MasterCare kelvinator dishwasher

Good morning

1.On the 5th February 2017 I phone and reported my dishwasher that "tripped the electricity". - ref: car 33848/8 on thursday the 16th feb 2017 a guy came and said it is now fixed.

2. Friday 17th feb 2017 I packed the dishwasher and within 1 minute it makes
a siren sound and starts flickering - don't even start a cycle.
saterday the 18th February 2017 I phone and receive a new ref no:
car 3564/8. On the 22/02/2017 someone from early bird phone me and ask me if there is somebody at home - I reply that there is always someone at home. up to today the 3rd of march 2017 nobody showed up ...

3. I have tried several times this week but was holding on for ages - the one time was 27 minutes ... on my cellular phone.

4. Today the 3 March I phone again and when I give the reference number I was told "the call is closed" and give me a new ref no: car 36327/8.

I am terribly upset and this is not as you promised on your recording system as "acceptable service we provide".

I really do not think that in 2days time it will be a month that I battle and received only bad service. Nobody can blame me for being an very unhappy customer.
MJ Bosman
ID: [protected] 6
Cellular no: [protected]

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11:51 pm EST
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MasterCare super bad service again (car 24691-8)

I logged a call on 20 October 2016 (for the first time) regarding my faulty Speed Queen Washing Machine and I am still today (07 December 2016) without a working washing machine.

After numerous follow-ups made to the Call Centre, I keep on getting the same response that the faulty part has been ordered (outlet pump) – How long does it take them to get hold of faulty parts? But in the meantime my monthly premium gets deducted from my bank account without any delay!

This is really PATHETIC SERVICE! Factories will be shutting down soon for the Christmas recess – Will this then mean that I will be without a washing machine for another month or two?

WHY DO YOU PAY FOR A SERVICE AND NEVER GET IT I HAVE HAD THIS PROBLEM WITH THEM FROM THE FIRST TIME

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2:26 am EDT
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MasterCare none delivery of service/repairs on contract

I logged a call with Mastercare on the 29th May. Today is the 28 th of August 2015 but my washing machine is still not fixed. I sent several complaints. All I hear is waiting for spares. Someone is lying to someone and this is not acceptable. If this matter is not resolved asap I am publicising it in every possible media. I hate it when people lie, cannot give the appropriate service & show no responsibility. I have been a client of Early Bird before your business rescue for over 35 years. I don't think I deserve this treatment. In July I asked for Mr Henry Groover (Manager) and I am still awaiting his call.
Every month my premiums are deducted but my machine is still not repaired. From May to date the amount of money I spent on travelling to a laundromat & paying for washing I could have purchased maybe 2 or 3 brand new machines. It does not make sense to be on contract with such disgusting service.

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1:52 pm EDT
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MasterCare dis-regard for service

Taken a contract for repairs and service of appliances at home in May 201, had a waiting period of 3 months, called them to reports stove giving a problem on 25 September and received a reference number and was advised that an agent will call with the next day to set up appointment to come a repair, no call received and I called again on Monday following and was promised the same. On the Wednesday still no call so I called again and this time promised that the agent will come out on the Thursday and carry out repairs. This also did not happen by Friday lunch time, called again and this time given stories and promised call back which did not materialise.
This firm is scamming people into contracts and then not delivering the service promised. What should one do?

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1:07 pm EDT
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MasterCare mastercare apllicance insurance

I have a service contract with Early Bird for more than 10 years. I log a call with Head Office - service centre (early Bird / Masrercare ) a month ago, up until now no service, no one answer the phone...I am going to cancel my contract due to poor costumer service.

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Prinda
, ZA
Jan 21, 2013 3:03 am EST

The service at mastercare is non exsisitent. They take off my debit order monthly and have taken R150.00 call out fee from me, but it has been over a month and my washing machine has not yet been sorted. No feedback from them. I now have to get my washing machine fixed on my own!

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Farouk Shaik
, US
Jan 16, 2013 1:51 am EST

I have experienced the same problem, can not get hold of them and can not get any appliance fixed. My account being debited promptly every month but get no service.I am already cancelled my contract - they are in business rescue

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xolimad
, ZA
May 07, 2012 10:40 pm EDT
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I have experienced the same problem with them as well, where they have debited my account twice in a month and I have been trying to contact them since Friday 04 May 2012, with no success. I have not mentioned that the stop orders went under different company names and it was only during my investigation with the bank that I got to know it was the same company. I have phoned 4 different numbers with the same results.

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5:57 pm EST
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MasterCare repaires to my fridge

I'm a edcon customer and at this moment I am very unhappy, my fridge was repaired by mastercare earlybird benoni branch more than once in the last 2 years, and it is still not working. On the 11-01-2012 I have emailed the head office about this and the only reply I received was to paul stating that he must investigate and give feedback to them up until today I have received no feedback after we send ed another email to them on the 17-01-2012 and still no joy or feedback from them.

As a customer they are suppose to contact us but in the end we did all the phoning to find out how the repairs was going, in the end we got told fridge is coming back rnr (returned not repaired). After my daughter and myself went to them and saw in what condition the fridge was I told them that edcon had already paid for all repairs done to the unit, I as a client of them felt that they were in the wrong, my fridge was clean and no bumps nor marks was on it as it was still new, the things I have noticed was firstly, fridge very dirty, bumps on my fridge and staff food inside my fridge even thou it was not repaired. Wanted to talk to someone in charge but as always the managers was not available.

Eventually my fridge came back after they have repaired it, only worked for one week and up until today it is still broken.in the email I send ed to the md of mastercare earlybird head office I stated that I have only two options left, to report them to the consumer counsel or get someone out to repair the fridge and they have to pay.

As a paying customer I would like if somebody can please investegate this company and give me advise what else I can do.

With thanks
Mr. M.A. Pretorius

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fanele mhlongo
, ZA
Aug 24, 2012 5:58 pm EDT
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i am in a similar situation, two months ago i contacted the umngeni branch about my fridge and it took five more calls to finally get through and when they fetched it they said the fridge part was malfunctioned and, they took it away for a few days and brought it back with another malfunction in the freezer and the same original problem, without having fixed it. when we complained and asked for an explanation they said they had ordered spares and we would get the spares in a few days, it has been two months and we are still waiting. now, when we try call them, the phone is forever engaged or off the hook. the service of this company is appalling, and yet they still continue to draw money from our bank account. we are taking the matter further and would like to see a positive return on our investment in the company's services, if not, then we have no choice but to take legal action...if the matter can be resolved, and anyone has the contact details to management or the head office, please contact me at fanelem2006@gmail.com

thanx
Fanele Mhlongo

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1:07 pm EST
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MasterCare repairs to fridge and freezer

In february 2011 I complaint about my fridge/freezer not workingg. I was given a job no: xn029153. After calling for more than 3 weeks, the technician checked the freezer and we were told that he needed to order a computer and will get back to us. I have not heard anything from him since. On the 31/08/2011 I call master-care complaining about my chest freezer that was not working and was giving a job no xn040107. The technician gave out 3 week later and said that he needed a compressor and will order one and get backk to us. I phoned every second day and I was told that an e-mail wold be send to the manager and he would contact me. I have call the call centre repeatedly without any joy. Yesterday a technician when to "repair" the faulty appliance and my daughter was told that everything was workingg nada she had to pay him r50.00 call out fees. None of the appliances are working and I need to find out what I have to do to get my money refunded for the maintenance contract I being paying for all the year so that I can buy new appliances.

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Vosloo
Centurion, ZA
May 18, 2016 6:32 pm EDT
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Dear Reader.
I report my LG microwave a few weeks ago.
The reply was quick.
But after I asked him if they can collect it on a Saturday I don't hear anything of them again.
It's now about 4 weeks and there is no service.
Last year I have also a complaint with mastercare take them over a year to repair my Owen.
Please can you assist me?
Regards
JJ Vosloo
Cell number: [protected]

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Vic040752
, ZA
Jun 04, 2012 2:14 am EDT
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Mastercare / Early Bird fails to honour their contractual obligations. Customer care services are non existent. Their business practices are tantamount to fraud.

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Cathy Wood
Port Huron, US
Mar 24, 2013 2:19 pm EDT

I am looking for a lock for my freezer. Model #C17HE, Serial #01842856CU30037-27-30 Th is an older freezer, but works great. Can you be of any assistance. Email me at cathywood4288@yahoo.com

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9:29 pm EDT

MasterCare scam

We had the washing machine repaired by our insurer as we thought, we switched the machine on and went out shopping and on our return we notice that the fridge freezers was defrosting and the electricty was off. On switching the electricty back on and checking the washing machine we that the washing machine had not finished, when restarting the machine we noticed that this is tripping the electrics out. I am disabled and my 11 year old daughter wets the bed. The company says I have to wait until tuesday or wednesday next week. We can not wait this long and have no family or laundry near please could you help.

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7:21 pm EDT
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MasterCare couldnt be cared

I handed a washing machine in on 20/1/2011 it is 4 june 2011 and still they just say they dont have the part. kelvinator says if it is on back order it takes one month.? yet every time I phone mastercare or edcon they dont phone back they pass they buck and the managers just could not be cared. the regional manager mr kruger has a tel no when you phone it replies as says there is no one to answer the call and then it drops your call. at belville you leave messages for roderick and for clive who are always in meetings when you phone, but they dont phone back. when you finally speak to someone they just say the supplier has no stock, come one no stock since january - kelvinator is a big company, obviously someone is not doing there job at mastercare, they need serious traning in customer care

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Tilly@73
Johannesburg, ZA
Jun 23, 2022 8:12 pm EDT
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I have logged my KIC fridge on the 15th of March even today I haven't gotten any explanation of what is the problem I spoken to Niren several times and he said that they giving me a holiday plan which I didn't agree to it cause I'm paying my premium to get my appliances fixed not to get a holiday plan and as I type here I don't have a fridge so I'm thinking of jumping the ship and find another company who will put their customers first

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Andre@
Pretoria, ZA
Jun 24, 2022 5:45 am EDT
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Replying to comment of Tilly@73

Good Morning Tilly@73.

We acknowledge your complaint. Please would you be so kind to furnish us with your contact details so that we can get hold of you?

You can send us a mail to andrey@mastercare.co.za or ruchelle@mastercare.co.za

Regards

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11:03 am EDT
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MasterCare no service

Your kic fridge with the 'fridge freezing up' fault ref. no is ixn028119. enquiry:[protected]
Your defy tumble dryer with the 'dead' fault ref. no is ixn028121. enquiry:[protected].

I am paying early bird a monthly fee on three items so that, should something go wrong they fix it at no addition charge.

As per the 1st two sentences above which I received within 5min of lodging the faults that needs repair work (23 february 2011), they finally arrived 2 april 2011 with only the part for the tumble dryer which, it turned out to be the wrong part. they then arrived 2 weeks later with another wrong part.
I have received not a single phone call from them in all the days that I have been waiting for the repairs. I had to phone them to find out what was happening. only to hold, almost every time, till the automated voice asks you to leave a message because all operators are still busy. I have left messages but still, no one has contacted me.

I have in the mean time discovered that early bird is now falling under another company. I have not received a letter, e-mail, call or sms from them to announce this or to give new contact details.

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Jill Coleman
Middlesbrough, GB
Dec 05, 2011 10:40 am EST
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I have been waiting since the 5th of September to have a screw replaced in my double oven. I have made several phone calls with promises of having my oven made safe and still I am waiting after three months how long does it take to replace a screw?

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1:33 pm EST
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MasterCare bad service

I sent my stove in for repairs more then a week ago and after two days I heard nothing from Mastercare. After I phoned them they gave me a quote for the repairs and I accepted the quote. The lady from the call centre said that they will order the parts. I asked how long it is going to take and they said they will find out and call me back. No one phoned me. Two days later I called them again and they said that they have ordered the parts today (2 days after the quote was accepted) I asked them why only ordered today and they said that they waited for the approved quote and I said that I approved the quote two days ago. The call centre could not give me an explanation. Four days later I phoned them again as I have not heard from them and then they said that they have only ordered the parts today which is more then a week after I gave my stove in and they could not tell me why the parts were ordered late. I then asked how long it is going to take to have the parts delivered and they said 5 days. Then I said that that is too long and I want my stove back. The lady said that she will get back to me. No one called me. I tried phoning the call centre 2 times and the thing cuts me off.

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5:14 pm EST

MasterCare don't repair goods but take monthly fee no problem

Logged a call on the 18th of January to ahve my microwave repaired, 2 weeks later no response. Apparently they logged the job with the wrong branch so tha job was just cancelled. For the last month someone is going to 'call me back' but still nothing. Appliances are supposedly fixed in 24 hours or replacement unit supplied until your is fixed - and no where does it say they will remove the appliances from you premises. It has been over 2 months no one can even get back to me, how long will they be once they actually take the appliances ?

Their service is appaling and I wouldn't recomend them to anyone. The only thing they can actualy get right is deducting the money from your bank account at month end.

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